Brief summary of role:

We are hiring a Senior Technical Customer Success Engineer based in Dubai to serve as the primary technical escalation point, trusted advisor, and hands-on problem solver for our enterprise customers across the Middle East region. This is a deliberately hybrid role — combining the customer empathy of a Senior CSM, the diagnostic precision of a Technical Support Engineer, and the resourcefulness of someone who can write a Python script or SQL query to get answers fast.

You will own the full post-sale technical relationship for a portfolio of high-value accounts, troubleshoot complex platform and integration issues, and build lightweight tooling and reports that improve both the customer experience and the efficiency of our regional team. Arabic fluency is a hard requirement — many of our most strategic regional customers operate primarily in Arabic, and your ability to engage authentically in both languages is a meaningful differentiator.

What you will be doing:

Customer Success & Technical Support

Own end-to-end technical relationships for a portfolio of enterprise accounts across the ME region, serving as the senior escalation point for complex, high-impact issues
Engage customers directly via calls, on-site visits, and remote sessions to troubleshoot challenges including integrations with Procore, ACC, and Revizto; SSO and API configuration; Power BI dashboards; and BIM alignment and GPS registration workflows
Proactively monitor account health, identify recurring issue patterns, and flag risks to internal teams before they escalate
Lead structured customer touchpoints including onboarding, QBRs, and usage reviews — always connecting platform capabilities to customer business outcomes
Maintain a clear weekly status summary of all open cases by account, ensuring nothing falls through the cracks across your book of business
Track and manage all support cases using Jira or equivalent issue management tools, maintaining detailed logs, priorities, and resolution timelines

Technical & Engineering Work

Experience in writing and running scripts and SQL queries to answer customer data questions, automate repetitive internal processes, and build lightweight reporting tools for the regional team
Build and maintain simple internal dashboards or data extracts that surface customer usage trends, support case patterns, and adoption signals
Collaborate with Engineering by documenting bugs with precise technical context, reproducing issues in staging environments, and bridging the gap between customer-reported problems and engineering investigation
Support integration troubleshooting at a code level — reading API responses, parsing logs, and identifying root causes beyond standard tier-1 support
Comfortable reading & modifying scripts in Python, JS, or similar.
Familiarity with debug logs (mobile crashes, integration traces, server errors).
Ability to read architectural/construction drawings (floor plans, sections, BIM)

Regional Operations & Collaboration

Travel to customer job sites and offices across the ME region (~25–30%) to deliver in-person support, training, and onboarding
Collaborate with Account Executives on renewal and expansion conversations by surfacing usage data and technical validation of business value
Help build out regional support processes, documentation, and knowledge base content that scale as the ME team grows

What we are looking for:

Education and Experience Required:

5–7 years of experience in a technical customer success, solutions engineering, or senior technical support role — ideally within SaaS or construction technology
Demonstrated experience managing a portfolio of enterprise B2B accounts and owning complex technical relationships end-to-end
Hands-on experience with APIs, SSO configuration, integration troubleshooting, and cloud-based SaaS platforms
Experience with technical support and issue management tools such as Jira, Zendesk Linear, or other customer ticketing applications is essential.
Ticketing: experience handling customer ticketing (Zendesk or similar) and writing actionable Jira tickets for Engineering (repro, expected vs. actual, logs).

Knowledge, Skills, and Abilities Required:

Fluent in Arabic and English — written and spoken — this is a hard requirement for this role
Strong analytical mindset with the ability to diagnose ambiguous problems and communicate findings clearly to both technical and non-technical audiences
High emotional intelligence: you build trust quickly, stay calm under pressure, and treat customers as partners
Organised, metrics-driven, and comfortable working independently in a fast-paced regional environment
Willingness and ability to travel regularly across the ME region
Experience using AI tools at work such as Claude, ChatGPT etc

Nice to Have

Background in construction, AEC, or field operations technology
Familiarity with BIM workflows, site capture hardware, or mobile field applications
Experience with Power BI, Tableau, or similar BI tools
Familiarity with various PMIS solutions such as Procore, Autodesk Construction Cloud (ACC), Revizto, Aconex and others.

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OpenSpace welcomes employees from varied backgrounds and walks of life, and it’s reflected in our diverse community. OpenSpace is proud to be an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Sr. Technical Customer Success Engineer